NumAgentAvailable Number of times agent is
available LONG
DurAgentAvailable The duration while agent is in available state LONG
Database Element Definition Type Specification
Database Element Definition Type Specification
StartTime
Offset to GMT time, includes daytime savings, in seconds; ex:
Pacific Summer time 25200
LONG
LocalDay
8 digit number representing date ex: 20040608 = 06/08/
2004
LONG Format: yyyymmdd
DayOfWeek Day of the week LONG
0 = Sunday
Session ID: a unique number, usually 9 digits or larger, assigned by MAXCS to a call
LONG
SequenceID
A unique number to identify multiple records of same call (same Session ID), beginning with 0
LONG
TrunkCall Trunk call or external
call LONG 1=Internal
2=Trunk Call
Direction Direction of the call
(incoming or outgoing) LONG 1=Incoming 2=Outgoing
OriginalPriority The first priority set by the system for this call (1-9)
LONG
Database Element Definition Type Specification
Records andData Schema
StartPriority Call priority at Start
Time (1-9) LONG
EndPriority Call priority at End Time
(1-9) LONG
CallerType Type of line for an
incoming call LONG
0 = Unknown line type 1 = Ext analog 2 = Ext IP 3 = Reserved 4 = Ext virtual 5 = Workgroup
6 = Application Extension 7 = Analog Trunk 8 = T1 Trunk 9 = IP Trunk 10 = PRI Trunk 11 = not used 12 = E1 trunk
CallerPad Line’s physical address for an incoming call
CHAR
Caller phone number of an incoming call (extension number or off-net PSTN)
CHAR (41)
CallerName
Caller name for an incoming call (provided by CO for trunk calls; as entered in MaxAdmin for extension calls)
CHAR (65)
CallerTenant Caller Tenant name CHAR CallerProject Caller Project ID LONG
Database Element Definition Type Specification
TargetType Called target line type LONG
0 = Unknown line type 1 = Ext analog 2 = Ext IP 3 = Reserved 4 = Ext virtual 5 = Workgroup
6 = Application Extension 7 = Analog Trunk 8 = T1 Trunk 9 = IP Trunk 10 = PRI Trunk 11 = not used 12 = E1 trunk
TargetPad Physical address of line for a called target
UCHAR (5)
E.g. “0004,” where
“00”=slot and
“04”=channel TargetNum Number for a called
target CHAR
(41) TargetName Name for a called target CHAR
(65) TargetTenant Tenant name for called
target CHAR
TargentProject Project ID for called
target LONG
TargetWGNum Target workgroup
number CHAR
WGSessionID A unique Session ID for
workgroup call LONG
OutGoingWG Workgroup number for an outgoing call, while agent login
LONG
ConfSessionID Conference Session ID LONG
DNIS DNIS number for
incoming call CHAR
(33)
AccountCode Account code CHAR
(11) 1—10 digits in length Database Element Definition Type Specification
Records andData Schema
AADuration
Duration in seconds an incoming call is connected to the Auto Attendant/IVR; multiple connections to AA/IVR in a single session produces multiple records
LONG
RingDuration
Duration in seconds a call is ringing and in
workgroup queue LONG
QueueDuration
Duration in seconds when a call stays in a
queue. LONG
VMDuration
Duration in seconds after a call goes into a voicemail box; includes greeting, false attempts at messages,
successful message, and review of message
LONG
VMRecDuration
Duration in seconds of recording time for a VM message that was completed
LONG
HoldDuration Duration in seconds
while a call is on hold LONG TalkDuration Duration in seconds of
talk time LONG
RecordDuration Duration in seconds of
recording LONG
AnswerWithin SLT
Call is answered within the Service Level
Threshold LONG 1=within
2=not within
ExitState State when call is
terminated LONG
(see end of this table for specifications for the 34 exit states)
Database Element Definition Type Specification
ExitState specifications (see database element ExitState):
1 – Auto Attendant: call exits in the AA / IVR.
2 –– Forward: call is forwarded from an extension by configuration forwarding.
3 – Call Redirect: call is redirected to another extension or trunk by the AltiLinkPlus command "Redirect".
AbnTargetType Type of abandon
forward target LONG
5 =Abandon to VM 6 = Abandon to Application 7 = Abandon to Others 8 = Call Disconnected
AdvQAppType
Type of Advanced Queue Management
Application LONG
MMCallType Multi-Media call type LONG PriorityQueueDur
ation
The duration in seconds of a call hold current
priority in queue LONG
IVRExitPoint Exit Point of IVR/AA CHAR (63)
When a call is transferred from AA menu, the system logs the exit AA point, which is the AA item ID.
IVRData Data of IVR/AA CHAR
(255)
UserData Agent input CHAR
(255)
FormData Web form data CHAR
URLData Last URL CHAR
(255) DNISName DNIS name for
incoming call CHAR
(64)
Database Element Definition Type Specification
Records andData Schema 4 – Ring No Answer: call rang target but no agent answered.
5 – Busy: call tried to ring an agent but the agent extension was busy.
6 – Queue: call abandoned from the workgroup queue.
7 – Queue Overflow: call was forwarded by workgroup overflow configuration.
8 – Connected: call connected with an agent, then disconnected.
9 – Conference: caller is conferenced with others, then disconnected.
10 – Conference Member: every member of a conference call will have a record with this exit state.
11 – Hold: A calls B and is connected. B uses MaxCommunicator/
MaxAgent to hold this call. B drops, and now A is in "Hold" state.
Then A drops. Call A gets this exit state.
12 – Transfer: call is transferred by an agent who pressed flash to transfer this call. A calls B and is connected. B presses flash, dials C, and is connected to C. B drops. Call A with B gets this exit state.
13 – Transfer destination unavailable: A calls B. A presses flash and dials C. C rings but no answer. A drops. Call A with C gets this exit state.
14 – Transfer Cancel: A calls B. B presses flash, calls C and is connected.
Then B presses flash to disconnect C and connect back with A. Call B with C exits with "transfer cancel".
15 – Go to VM w/out leaving vm: A calls B. B is busy or ring no answer.
A goes into B's voice mail. A drops without leaving any voice mail.
16 – Go to VM with leaving vm: A goes into B's voice mail, leaves a voice mail, and then drops.
17 – General VM: A presses ## to enter the voice mail system, inputs password, then drops.
18 – VM Access: A presses ### to enter another extension’s voice mail, then drops.
19 – VM Notify: A receives a notification call, enters password, then drops.
20 – Call Pick Up: A calls B. While B is ringing, C enters #29B to pick up
22 – No session: A tries to log on to MaxCommunicator/MaxAgent/
AltiConsole/third party application, but there are no more licenses available.
23 – Personal Park: call is parked by #31.
24 – System Park: call is parked by #41.
25 – Line Park: call is parked by #51.
26 – Call Monitor: A runs MaxSupervisor and initiates a silent monitor or barge in.
27 – Overhead Paging: Call presses #44 / #45 / #46 to page.
28 – Reminder Call: Call was preset as a reminder call.
29 – Group Member RNA: A calls a workgroup and rings an agent. The agent does not answer the ring.
30 – One Number Access: A calls B and goes into B's one number access menu.
31 – APC Connect: [never used]
32 – Ring: call is dropped while it's ringing.
33 – Transfer Ring: A calls B. B presses Flash and dials C. While C is ringing, B drops and A drops. Call A with C gets this exit state.
34 – Transfer Connected: A calls B and is connected. A presses flash, dials C, and is connected too. A drops. Call A with C got this exit state.